Contact Centre Analyst 

JOB DESCRIPTION

Responsibilities :

• Handling all inbound & outbound call & e-mail pertaining to public general enquiry, complaints, comments, feedback and other raising issue related to the Projects clearly, promptly and professionally.

• Proactively resolve problems by clarifying issues, researching and exploring answers given to public related to the Project clearly, promptly and professionally.

• Follow up on cases referred to Senior Call Agent / Team Lead and provide solutions to public within a given time frame.

• Records all inbound & outbound in CMS system according to standard operation procedures.

• Follow up all aged ticket in CMS system to ensure resolution according to standard operations procedures.

• To exceed public expectation in terms of customer service and accurate information.

• Send daily CMS Logs report to Senior Call Agent / Team leads.

• Work in a team to achieve the required KPI elements.

• Complete other ad-hoc duties assigned by the Management.

• adhere to work schedule as planned

• willing to work on shift hour

• willing to be base in Glenmarie, Shah Alam

​

Requirement:

• Proficiency and good command of both English & Bahasa Malaysia and must possess good writing skills in both English and Bahasa Malaysia;

• Minimum 1 to 2 years of prior similar working experience in the customer service frontline with effective and clear communication skills;

• Ability to remain calm under pressure when handling challenging personalities;

• Ability to understand and explain substantial information about the company and product;

• Ability to multi-task and organize all information that may be received at once;

• Speedy and high-efficiency skills in answering calls;

• Readiness to work flexible hours;

• Ability to understand and analyze problems and provide the appropriate solutions to callers’ needs.

• Interpersonal skills crucial for working in a customer service centre such as: customer orientation, teamwork, sense of urgency, optimism and enthusiasm;

• Fresh graduates & diploma holders are encouraged to apply